Product Support Eng (Level 1)

Technical (Product Support Eng) Level 1

Philippines, Remote - Candidates must be based in the Philippines

Perks- Remote and Flexible Fridays

Shift- M-F 8 am EST, US to 5 pm EST, US

This is an exciting opportunity for an individual who is eager to grow their career within cyber/email security! We offer a collaborative environment, career growth & development.

Ideal candidates will have the following skill sets:

• Required - Product, technical support within a technology organization
• Preferred- Email/ phishing technical support experience or knowledge

Cofense is the only cybersecurity platform focused exclusively on stopping phishing—the most persistent and evolving cyber threat.

Our expert-supervised AI, combined with real-time intelligence from 35M+ trained users, detects advanced phishing attacks other solutions miss and remediates them in minutes. Cofense delivers high-confidence alerts that reduce false positives and identify false negatives, improving security team efficiency. Real-world simulations continuously train employees to recognize and report what technology can’t catch. Cofense augments your existing email defenses, covering phishing detection and response gaps.

The Technical Support Engineer is responsible for assisting customers with support requests from customers and will interact with Cofense customers assisting with questions related the use of Cofense products and engaging Cofense’s Senior Support Engineer’s as needed.

Essential Duties/Responsibilities

• Respond to customer inquiries via phone, email, and chats in a professional and timely manner.
• Obtain, evaluate and research relevant data to resolve customer inquiries and issues; recording detail, including actions taken, in the tickets.
• Provide technical guidance, remotely, to customers deploying Cofense solutions.
• Monitor the Support queue to ensure tickets are properly processed, coded, and assigned.
• Manage product specific support tickets through resolution and initiate escalations to Senior Technical Support Engineers, or Management, if necessary.
• Replicate, troubleshoot, and properly document product bugs and defects for escalation.
• Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses.
• Other duties as assigned.

Knowledge, Skills and Abilities Required

• Basic understanding of messaging, SMTP and email hygiene products preferred
• Basic understanding of phishing and the risk it presents to large enterprises preferred
• Windows troubleshooting – understanding basic partitioning, system services, standard logs files, and system commands
• Basic TCP/IP networking skills
• Basic understanding of enterprise email clients
• Familiarity with SMTP, IMAP, HTTP and other Internet protocols
• Basic Network communication troubleshooting experience
• Familiarity with Virtual Environments preferred
• Basic HTML skills preferred
• Basic IT troubleshooting abilities preferred
• Strong critical thinking skills, a problem solver who thinks “Outside the box”
• Excellent verbal and written communications skills, and strong keyboarding and telephone etiquette
• Strong customer-service orientation and a commitment to achieve outstanding customer satisfaction
• Can multi-task and is able to manage changing or conflicting priorities, and multiple support cases simultaneously

Education and/or Experience:

• 1 - 2 years of technical product support experience with demonstrable skills in troubleshooting solutions deployed in enterprise networks
• Basic IT Security and familiarity with Incident Response a plus
• Bachelor’s degree in Computer Science, Engineering is preferred, or equivalent work experience

Cofense is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances. We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.